IT Support Coordinator

The opportunity:
The Remote Airports Office (RAO) seeks an enthusiastic and customer service focused individual to provide IT support.

You will be responsible for the implementation and coordination of technology services for the RAO head office and 29 Ontario remote airport locations. You will provide technical expertise and day-to-day operational support as it relates to the administration and maintenance of computer systems and applications for users.

About us:
The Remote Airports Office is responsible for overseeing the maintenance and staffing of day-to-day operations at the 29 airports in Northern Ontario. The day-to-day operations includes working in compliance with Transport Canada standards and includes departments specializing in Safety & Regulatory Compliance, Airport Operations and Operations Support. The Remote Airports Office is also responsible for building and facility maintenance, working in cooperation with NAV Canada and air carriers to ensure the safety of the airport, runways, facilities and the people who utilize them.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

In this role, you will:

• Administer the delivery of I&IT services provided by the I&IT Cluster, and other service providers, including services related to IT equipment/technology lease/purchase, server/user accounts, telecommunications, networks, cable and satellite technology for RAO.
• Provide technical and business direction, consultation and computer application support to local and remote RAO staff, management and service providers.
• Diagnose, identify root cause, and provide corrective action to solve issues with applications, software, telecommunications, networking, and hardware related problems encountered by RAO staff, managers, or service providers.
• Liaison with the I&IT Cluster and external service providers.
• Create or deliver group and individual training for RAO staff and service providers for RAO-specific applications.
• Track and monitor I&IT project and service delivery for RAO.

How do I qualify?

Mandatory

You can:
• travel overnight for multiple days in isolated northern and Indigenous communities.
• live alone, cook your own meals, and lift your own luggage.
• be exposed to extreme temperatures/inclement weather, hazards, dust, and loud noise.
• travel by small aircraft in uncontrolled airspace to remote and sparsely populated northern communities.

Technical Skills

• You have the ability to acquire and apply knowledge of legislation, Transport Canada regulation, codes, standards, policies, directives, guidelines related to information technology and information management.
• You have demonstrated knowledge information management and information technology policies and procedure to recommend equipment purchases, ensure information security, and resolve or escalate various business or information technology issues as appropriate.
• You have skills in various software applications for word processing, database management, data analysis, presentation, web browsing, file sharing and web content management.
• You have experience with financial management to ensure accurate tracking and monitoring/reporting on project/service expenditures, project or work order charges, and I&IT-related charges against cost centres.

Specialized Computer Knowledge and Abilities

• You have knowledge of business processes and supporting applications used in RAO to provide application support to users.
• You have knowledge of I&IT technologies specifically related to RAO systems (e.g., scanners, digital cameras and related equipment) and Office-related equipment for telecommunications, video-conferencing, video display units, and smartboards.

Interpersonal and Communication skills

• You have the ability to train others on the use of government-specific web-based applications.
• You have interpersonal and negotiation skills to coordinate with service providers, reconcile competing interests, and work with client staff to determine needs.
• You have tact, diplomacy, and judgment skills to provide good customer service and address requests and complaints.
• You have communication and presentation skills to respond to service-related complaints and provide advice both orally and in writing.

Project Management and Analytical Skills

• You have knowledge of project management techniques and methodologies to plan and coordinate the implementation of upgrades to I&IT equipment, applications and new services.
• You have organizational and contract administration skills to coordinate competing priorities, multiple service providers and projects/activities.
• You have analytical and problem-solving skills to assess client requirements, identify process and operational gaps, and prioritize workload requirements developing options and recommendations to meet client needs.